If something has gone wrong, tell us.

Raising a concern

Most things are settled quickest by saying so at the time. If you are unhappy about something during a visit, tell the person you are with, or ask to speak to the consultant before you leave.

If you would rather raise it afterwards, or it is not something to discuss at the desk, you can:

• Call the clinic on 2348038432939 and ask to speak to the consultant about a complaint.
• Send it in writing on WhatsApp, using the number above.
• Write to us, or come in and hand it to us, at Platinum Embassy Hospital, No 3, Dr Rasaq Akindele Street, opposite new Ede City Stadium.

What to tell us

So that we can look into it properly, it helps to have:

• Your name and a number we can reach you on.
• The date of the visit, and who you saw if you remember.
• What happened, in your own words.
• What you would like us to do about it.

You can complain on behalf of someone else — a parent, an elderly relative — but we will normally need their agreement before we can discuss their medical details with you.

What happens next

We aim to acknowledge a complaint within three working days, so you know it has reached the right person and is not sitting unread.

We will then look into it: reviewing the record, speaking to the staff involved, and, where it is a clinical matter, having the consultant examine what was done. We aim to give you a full written response within twenty working days. If it is going to take longer than that — sometimes it does — we will tell you why and when to expect an answer.

Our response will explain what we found, say plainly if something went wrong, apologise where an apology is owed, and set out what we are changing as a result.

If you are not satisfied

If our response does not resolve matters, say so and we will look again. Beyond that, you have the right to take a complaint about clinical care or professional conduct to the Medical and Dental Council of Nigeria, and concerns about the running of the facility to the health authorities for Osun State. We will give you the current contact details on request and will not obstruct you in going to them.

Confidentiality

A complaint is treated as confidentially as your medical record. It is seen only by the people who need to be involved in answering it, and it is kept separately from your clinical notes so that it has no bearing on your future treatment.

Feedback that is not a complaint

If something went well, or you can see a way we could do better without anything having gone wrong, we would like to hear that too. The same routes above reach us.